Job Description

About this role

Serve as the operational backbone for service agreement management across the territory, ensuring contracts are accurately booked, maintained, and renewed in a timely manner. Act as the central point of accountability for the contract lifecycle - from initial handoff through scope changes, billing, and cancellations - bridging the gap between Sales, Service, and Finance. Drive visibility and accountability across preventive maintenance and renewal performance by actively participating in daily operational meetings and communicating progress to leadership.

Key Responsibilities

• Manage the full contract lifecycle including booking new agreements, processing cancellations, and executing scope change updates with accuracy and urgency.

• Conduct daily review of closed, unbooked contract opportunities to ensure no revenue falls through the cracks.

• Own the contract handoff review process in collaboration with Sales and the Service Manager, ensuring clean transitions and alignment on deliverables.

• Lead preventive maintenance plan management, including parts coordination for annual maintenance visits and adherence to scheduled work timelines.

• Drive the renewal review process, proactively tracking expiring agreements and partnering with the team to retain and grow the contract base.

• Handle special monthly contract billing, including the release of billing blocks and resolution of contract invoice discrepancies.

• Support accounts receivable requests from the billing and collections team related to contract invoices, ensuring timely and accurate responses.

• Provide backup support for inbound customer calls, addressing contract-related inquiries with professionalism and urgency.

• Attend and actively participate in daily operations and sales meetings, presenting updates on preventive maintenance and renewal metrics and communicating changes or risks.

Required Qualifications

• Bachelor’s degree

• 3+ years of experience in contract management or administrative/operations role within a service environment.

• 1+ years of experience with service agreement structures, renewal processes, and contract billing practices.

Preferred Qualifications

• Requires theoretical to advanced knowledge obtained through a University degree, combined with experience.

• Practical knowledge of Carrier organization, programs or systems with the ability to make enhancements and leverage in daily work.

• Highly detail-oriented with the ability to manage a high volume of contracts across a multi-market territory simultaneously.

• Self-directed and collaborative — comfortable working independently while staying aligned with a fast-paced operations and sales team.

• Excellent interpersonal and communication skills, with a customer-first mindset for both internal and external interactions.